As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements.
This will include serving as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, and working with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, performance trends, shrinkages, and resource allocation. This position will use the results...